ComplaintsforNVR, Inc

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased a brand new house from NVR, Inc (ryan homes) on May 22,2023. They have informed me that my house will be under warranty for next one year. I recently happen to have an accident, I hit the garage door with my car accidently. But this accident is only result of garage door opener malfunction as it was started to close on its own when it was supposed to be opened. I tried to put warranty request to fix the garage door opened as it is malfunctioned and not working properly. On the other hand, I have fixed the damaged garage door on my own expenses , Im only requesting NVR to fix the malfunctioned door opener as it was at fault from 1st day of purchase of house. NVR. Is refusing to accept the warranty request saying this is because of accident , but they are not acknowledging the initial cause of damage (accident) is the malfunctioned garage door opener. They are not even considering to send technicians to come and take a look at the problem in person, they are simply refusing to file my warranty request. I didnt expect this kind of rejection and refusal right after my home purchase.

  Business response

  07/21/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  We have a very clear and well documented history on this item:
  June 14th—Vendor was out to conduct service for a sensor alignment issue.  Found that the door was not opening or closing due to the sensors being knocked out of alignment.  Vendor made the appropriate adjustments and did a full diagnostic finding no further issues.  Warranty team confirmed with the homeowner via phone call that service was complete and all was working correctly.
  June 30th—Our Warranty Manager, ***** *******, was conducting a warranty meeting appointment at the lot next door and noticed the garage door was badly damaged and hanging from the tracks on one side.  The damage to the vehicle was on the rear side of the trunk lid and not the top which indicates that the car impacted the door.  The damage to the door was consistent with a side impact as well—the homeowner does back into their garage so the charging cord is able to reach the vehicle’s charging port (*****).  Additionally, a service tech from ****** ******** just happened to be driving by going to a lot under construction.  The tech stopped and looked with ***** then confirmed the door was damaged due to it being impacted by the vehicle. 
  July 1st—Homeowner contacted the vendor directly and had them come out to assess the garage door.  Vendor confirmed again that this was not due to a door malfunction based on the damage pattern to both the door and the car.  Customer was provided a quote to repair the damaged panel.  Attached is the tech’s report from the service call that the homeowner initiated with them directly after Customer Care told him no action.
  
  It should again be noted that the homeowner drives a Tesla and was asked by our Customer Care team to provide camera footage of the incident from the vehicle itself—this footage was not available according to the homeowner. Additionally, when the garage door sensors are not working or aligned correctly, if the door is in the open position, it absolutely will not close unless the button is held down; if the door is in the closed position, it absolutely will not open unless the button is held down.  The conclusion here is that the homeowner did not wait long enough for the door to open prior to entering the garage and ran into it causing this damage.
  That said, any damage caused by a homeowner is excluded from Ryan Homes' warranty coverage.  Based on this information, we will not be taking any action and consider the matter closed.

  Customer response

  07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ********************
  

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Landscapers cut my interest line and Ryan homes HOA does not seem to be concerned. Landscapers told me  it’s Ryan homes that didn’t bury the line correctly. Now I’m paying for HOAs and the landscaper is not cutting my grass. I’m paying for a service I’m not getting. 

  Business response

  07/21/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  Our Production Manager, *****************, is working to shepherd this issue through to resolution although Ryan Homes has no real culpability in the issue. The following is an update as to where we are currently:
  
  **** buried ***************************** fiber optic line next to her lead walk just under the surface of the sod (~1 deep). When the landscaper used their edger, they hit the fiber optic line. *************************** went back and forth with the landscape company's owner and with the HOA  company, ********* **********. The conclusion was that her yard was not to be touched until **** buried the line properly. She then reached out to ***************** and he spoke with the landscape companys principal on her behalf.  They are now mowing/maintaining the rear and front grass and leaving ************* in an effort to protect the **** temporary line. This is as how is was left on Friday 7/14. 

  That said, **** has heard from the customer and can confirm that **** buried ***************************** line successfully on Thursday, 7/20, and she let the HOA know that they could resume cutting grass between the homes again. It is now on the HOA to manage/monitor.

  Based on this information, we consider the matter closed.

  Customer response

  07/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The original fiber wire was buried correctly by ****. Ryan homes had to redo the drains and dug up the wire when fixing drains. After they fixed the drainage problem their workers buried the wire incorrectly and the landscaper cut the wire when he was edging. The wire that was cut was nowhere near the edge, it was in the middle of the landscaping so Im not sure how that happened if he was edging near the edge? I did explain to ******************* that when Ryan Homes redid the drainage and pulled the fiber wire out that the people doing the drainage did not bury it again properly so it is Ryan homes that didn't bury the **** line correctly not ****. 
  

  I also mentioned in my complaint how I am paying for the HOA to spray for bugs and they have never done that? 
  

  The HOA is also charging everyone for costs from a pool and maintenance  and  we still don't have use of. 
  

  The charges for the pool should not be being billed till we have use of a pool. 
  
  Regards,
  
  **************************************

• Initial Complaint

  07/07/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Recently, I became a victim of redlining. I inquired about a property listed at ***********************************************Delran, NJ (********** address). I am already mortgage approved and can clear to close in less than 30 days. The sales representative informed me that as per Ryan Homes' policy, the builder requires an initial deposit of $10K which I am prepared to submit and an additional deposit of $15K within 7 days after the execution of the power agreement. When I asked for a copy of the policy, the sales representative is unresponsive.

  Business response

  07/19/2023

  Good Afternoon,

  Thank you for bringing this matter to our attention.  This lot was a speculative home that was open to sell for our entire sales team.  The community was previously sold out.  ********************************* submitted an offer on the home however, her offer was $10k below our sales price and she was only willing to provide a $10k in earnest money deposit.  Shortly after ******************' offer was made, another sales representative showed the home, and we received a more favorable offer with full earnest money deposit.  After the second prospect signed their contract and made their deposit, our Sales Manager called ****************** to explain we had accepted another offer.  The Sales Manager agreed to let ****************** know if something didn't work out with that transaction or to help her find another home in one of our other communities.

  Based upon this information, we consider the matter closed.

  Customer response

  07/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the property is listed as an exclusive listing.  These type of listings are designed to attract only targeted buyers.  Sellers and I were under negotiations with a firm, according to my records, offer to proceed with the purchase.  After obtaining certain information from my lender, Seller contacted me to say that viewings were still open to the public.  At the time of a follow-up email regarding the status of the property, Seller informed me that another offer had been accepted. 

  The property was immediately undisclosed to the public as available, which has now changed, however, at all times  the property is still available on Ryan Homes website.

  Additionally, Seller forwarded me several emails and texts about another Ryan Homes community located in ************, **.  Please be advised that this behavior is an illegal real estate practice called steering.  The ************************ is more diverse than the **********************. 

  I am unable to upload additional information.  I have limited access.  However, additional proof is available for your disposal.

  Regards,
  
  *********************************

  Customer response

  07/27/2023

  Please explain.  There is no resolution.  The company, NVR, Ryan Homes, never replied to my rejection.  As a result of my response, the company delisted the property.

  Customer response

  07/27/2023

  Please explain.  There is no resolution.  The company, NVR, Ryan Homes, never replied to my rejection.  As a result of my response, the company delisted the property.

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  As Ryan Homes is currently building as people are moving in, their hired workers are making the community feel unsafe. My 14 month old and babysitter were on a walk today, and their hired workers not only got in a verbal altercation, they yelled at them (the babysitter and 14 month old) to find a different place to walk. Where we live, we have to walk down the road to get to anywhere else. Additionally, their workers are completely blocking the road and leaving debris which makes living here unsafe for children.Additionally, in a separate complaint, Ryan Homes Mortgage company acted in a manner in which they changed a rate lock without telling me. When I confronted them, and switched lenders they magically were able to help me out. Additionally, in a separate complaint, when it was asked that everyone work together to get the sale finalized, their team member, *********************************, said "I guess I could have sent this in sooner" after our initial close date almost fell through. These three separate complaints show that Ryan Homes is acting in a manner that is not only wrong, but can be considered unsafe and illegal.

  Business response

  07/19/2023

  Good Afternoon, 

  Thank you for bringing this matter to our attention. We received an email on 6/29 from ************************* regarding the issues outlined in her letter.  Our Project Manager, *********************, called ****** within 30 minutes of receiving the email to address the issue.  *********************, our SR.Project Manager, went directly to the home and spoke with **************** regarding the contractors inappropriate actions.  The babysitter was still at the home and represented they didnt yell at her but, were yelling at each other.  **** went to speak to each contractor working in the community that day and discussed appropriate voice levels while working on the jobsite.  We did have a lot of activity going on this day.  We had 8 driveways being prepared/installed, we had concrete trucks on site pouring basements as well as multiple lawns being prepped for installation so it was a very active site. We do have street cleaning occurring on average 3 times a week in this community due to the volume of activity.
  
  In reference to the NVR Mortgage concerns, the buyer locked at application, meaning both interest rate and points were locked at that time. Our buyer did have a few changes to her loan along the way but none of these changes affected the interest rate or points (discount percentage) that remained the same with all loan estimates sent to the buyer. 

  Buyer requested changes were:
   - Change to sales price due to improvements
   - Removing temp buydown option (original selected)
   - Change to monthly mortgage vs single pay mortgage insurance
   - Change in down payment from 5% to 20%
  
  All changes were disclosed on a loan estimate, but again none of the changes affected the locked rate and points as our buyer indicates.  The bank attorney from the outside lender wanted to push the closing to a later date. ******** had a discussion with **************** letting him know what the banks attorney was attempting to do with the closing date, she provided the facts to the homeowner allowing him to push back on the bank to keep the closing date that was given to him.  That said, the ******** closed on-time with an outside lender, 

  Based on this information, we consider the matter closed.

  Customer response

  07/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************
  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello my name is ***********************. I am the owner of a newly built condo in Triangle, VA. Our address is ***** ****** **** ** Triangle, VA *****. Our settlement date was on April 13, 2022 but we did not move into our condo until June 2022. Since our condo is new we were briefly told about the 1 year warranty that comes with our home when we had our final walk through. I recently submitted our warranty request in June 2023. My husband was contacted by NVR saying they cannot fix any of the issues we submitted on the warranty request because we did not submit it by April 13, 2023. I’ve reached out twice to NVR customer service department requesting information to be sent to me where it says “warranty requests must be submitted no later than a year from your settlement date.” The only document that was sent to me is the attached September 2018 Ryan Homes warranty. I’ve read all the pages and no where on there does it say that I need to submit the warranty request exactly a year from my settlement date or it’s no longer valid. On Ryan Homes warranty site they have the attached Ryan Home New Home Warranty Guide Condo. On this guide it says condos have a 2 year warranty for structural and settlement issues. I’ve read our settlement papers and again there is nothing that says we had to submit our warranty request exactly a year from our settlement date. There’s a lot of structural and settlement issues I’d like NVR to come and fix. I’m afraid if these issues do not get fix that it’ll cause even more issues down the road and it will affect the two condos right next to ours. I’ve reached out to Ryan homes twice and each time I’ve requested to speak with a supervisor. Both times I was told a supervisor was not available but that I would receive a call back. It’s been over a week and I have yet to receive a call from a supervisor. All I’m asking is for NVR to please come and fix the items listed in our warranty request (they have it on file). 

  Business response

  07/14/2023

  Good Morning,

  Thank you for bringing his matter to our attention.  The warranty period for our Condominiums differs from the warranty periods for our Single-Family and Townhome house types. This location was not identified as a Condo in our internal records, which is why ********************** warranty requests were denied initially by the Customer Care department.  We have reiterated the warranties for the ******************* to both the Warranty Supervisor and Customer Care in order to avoid this type of situation moving forward.

  Upon receiving ********************** dispute, our Warranty Manager, *****, was able to make contact with the customer and apologize for the miscommunication.  ****************** confirmed with ***** that everything had already been addressed—the only remaining item open at this point is the one-time drywall service, which has been sent to the vendor for scheduling.

  Based on this information, we consider the matter to be closed upon the completion of the remaining work.

• Initial Complaint

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new house built by Ryan Homes aka. NVR in September 2022. After 3 months of living in the new house, I noticed the LVP floor on the second floor is deforming. A large area is sinking and the rest of the second floor experiencing some issues with depression and ridges. I opened a maintenance ticket with NVR in December 2022 to have them repair the LVP floor issue which is under the 1-year warranty coverage. As of now on 6/6/2023, I have less than 3 months from the date I closed on the house for them to fix the floor. Ryan Homes sent us their inspection crew in March 2023 and identified the issue. The "Warranty Supervisor" stated that they will only fix any ridges or depression of the LVP floor if they exceed 1/4 of an inch, while in the Warranty document, it clearly says "Within the first year of home ownership, any readily apparent depressions or ridges that exceed ¹/8 inch will be repaired". Now as of today, 3 months after the inspection, Ryan Homes has not in any way gotten back to me, informing me of the next step. I have tried to call them, and submit tickets but never heard back from them. This creates a major issue for my normal, daily activities inside my house where I couldn't use my second floor properly. I would like BBB to step in to help with this issue I have with Ryan Homes, aka, NVR Inc before I take legal action. And I am seeking resolutions for two issues: 1. Ryan Homes Warranty team acknowledges the repair of my LVP floor should follow the terms written in the Warranty Document that was agreed upon by mutual parties. 2. Ryan Homes Warranty team gets back to me ASAP on the exact date they are performing the repair so I can plan my daily activities accordingly.

  Business response

  06/28/2023

  Good Morning,

  Thank you for brining this matter to our attention.  Our Warranty Supervisor, ****, has been actively working on **************** concerns prior to receiving the BBB notice.  **** also reviewed our warranty coverage and the timing of the repairs that are covered under the warranty.  Some of the items ************ called in are covered, some are not.  

  This week our Warranty Manager, *****, also connected with the customer.  During their conversation, ************ shared he was happy with the work our team has done so far and is no longer stressed about the timing of the upcoming repair.  The last flooring repair should be completed in about a week once the material delivers.

  Based on this information, we consider the matter to be closed upon completion of the remaining work.

  Business response

  10/10/2023

  After receiving all necessary materials, the remaining repairs were completed on 8/15/2023. 

  We have confirmed satisfaction with the customer and closed the file on our end.

• Initial Complaint

  05/26/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Last October 2022 we went to Ryan Homes in ***** ***** in Smyrna Tennessee to buy our first home with my wife, my three children ages 10, 12 and 15. The Ryan Homes Representative in that community misled us. We were approved for a loan of $500,000 and after we were excited about the last thing, they informed us that the Lender (NVR) denied us the loan. We requested the deposit of $1,000 from the same day that we were denied the loan (November, 2022). My wife signed the manual and I signed digitally. They are making excuses that they do not want to return the $1,000 because my wife signed the manual and that I handed it in late and I have a copy of the documents that I signed on the date that he indicated. We have asked her for the money and she does not answer our calls or messages. If there is any Lawyer who can. Help to sue Ryan Homes civilly I would appreciate it.

  Business response

  06/13/2023

  Good Afternoon, 

  Thank you for bringing this matter to our attention.  These customers were never approved for a $500,000 loan by NVR Mortgage (NVRM), nor from any other lender.  NVRM worked with the customers for several weeks, but they were unable to secure loan approval.  Upon denial from NVRM, an effort was made to secure outside loan approval, which also failed. 
  
  Subsequently, we sent out a Mutual Release letter via DocuSign on October 28, 2022 to cancel their Purchase Agreement and refund their earnest money deposit.  On November 3, 2022, NVRM had a call with the customers and advised that they both have to sign this document in order to initiate the hand money return.  They were pushing back on the fact that we couldn't get an approval.  But ********************** had agreed to sign. 

  Numerous attempts were made to have both of the customers sign the Mutual Release letter, but they would not sign it, nor would they communicate with us.  Due to the lack of good faith in refusing to return our phone calls and emails, we made the decision to send the customers a default letter and retain their hand money.

  Based on this information, we will not be returning the deposit, and consider the matter to be closed.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Settlement on my house was Dec. 16, 2022. Since then I have had numerous amount of issues. For the amount of money that I had paid for this house, the quality of work is absolutely horrific and disappointing. The project manager for these houses was ultimately let go but now me and a few other homeowners are dealing with too many issues occurring. This shouldn't happen with a newly built house. I have been told that the new houses are now receiving three inspections performed on the houses and I don't understand why it isn't being done on the house built before them. There have been safety risks that other neighbors complain about and I can no longer sit here and let this go. I have asked the supervisor at the warranty call center to give me a call and it has been over a month and yet have heard from anyone. I want corporate to give me a call and give us, homeowners, a peace of mind. To be able to finally enjoy our new homes. Ever since settlement it has been nothing but service calls after service calls. I am proposing that all houses, here in the ***************** community in Frederick, MD, built before 2023, receive a free third party inspection and all damages be fixed within 30 days of inspection. If not, the ********* Community will be filing a lawsuit against Ryan Home.

  Business response

  06/13/2023

  Good Morning,

  Thank you for bringing this matter to our attention.  Our management team spoke with ************ Monday afternoon (6/12) and listened to her explain her concerns.  Her frustration stems from cosmetic issues, two HVAC service issues, and an overall lack of information to feel confident that she can properly care for her home.  
  

  ************ stated she is happy with our Warranty Team but feels let down by the Project Manager (PJM) who built her home, due to lack of communication and quality concerns.  The PJM who built her home was terminated in February of this year.  That said, we could have done a better job with the initial post-settlement experience.

  ***************************, our Warranty Manager is meeting with ************ today, June 13th, at 2pm to thoroughly review her home and demonstrate how to operate and care for all the components within her home.

  Based on this information we consider the matter to be closed.

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Myself and my daughter was in the market to purchase a home from NVR. I seen the representative, and the house was in the process of being built. I asked prior if it falls through, would I be able to get my refund. I took from my retirement. The sales person, ******, stated it should not be a problem. I attached an email that I sent to the loan officer asking the same question, but kept getting the run a round. Today, 5/17/23, I contacted them to inform I would not be able to get home. By co-signer lost her job, and I didn't think I could afford. I was told by a *******, that as long as I do not sign the loan agreement, I will get my money back. So today, I get a email to sign, and that the purchaser (myself) will not get any money back. All this was not explained thoroughly to me, and all of them knew this was my 1st home. I will never buy or build from this company. I was not told this information.

  Business response

  06/16/2023

  Good Afternoon,

  We have taken additional steps to make it possible for the Customer to fulfill the original contractual commitment and close on her home.  The Customer defaulted on the agreement and did not act in good faith.  Pursuant to the contract, we retained the Customer's deposit, but are not seeking further damage for the cost of the completed home.  

  Based on this information, we consider the matter closed.

  Customer response

  07/12/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  I entered a complaint prior, and NVR stated I default the property, but not one person there stated this information to me. I asked several people there about withdrawal prior to closing date, but no one would ever say anything until I filed my first complaint. This company is fraudulent, and I was contacted by someone that had withdrew with them, and was given all her deposit back. Several contractors I spoke to stated they should of walked me through this since this was my first home I was buying, and all I got was a lot of fast talking, back and forth, and was told I needed to speak to this person, when I was told to talk to them. All I want is my money.
  
  Regards,
  
  ******* ******* ******
  

  Business response

  07/19/2023

  Good Afternoon,
  
  After further review with all those involved with this Customer, our position remains the same.  On May 8, 2023, *** ****** notified us via email that she would not be able to come up with the rest of the deposit.  That said, the Customer chose to default on the agreement and did not act in good faith. 
  
  Per section 13(a) of the attached Ohio Purchase Agreement (signed electronically by both *** ****** and *** ******* on September 17, 2022), "If You fail to make full and timely Settlement or if You otherwise breach any provision under this Agreement, the damages that We will or may suffer as a result of Your breach or default are uncertain and not reasonably calculable with certainty.  Accordingly, We reserve the right to retain the Deposit as liquidated damages and not as a penalty, in which event You and We will be relieved from further liability hereunder. In the alternative, We may retain the Deposit for the payment of damages and pursue such legal and/or equitable remedies We may have on account of Your breach or default, including, but not limited to, specific performance."
  
  Based on this information, we will not be returning the deposit, and consider this matter to be closed.

  Customer response

  08/02/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am kindly rejecting this response because:
  I asked my sales rep several times regarding this issue, and was always given and excuse this was above her pay scale. If this was the case, then why did she direct me to this section of the contact at the time I ask the question? Which was before the 10 days I signed? 
  
  Regards,
  
  ******* ******* ****** 
  

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ryan Homes built part of our development, including our home. During the course of completing a warranty issue on our neighbors' home, Ryan Homes gave permission to a contractor to cut down trees and clear a large path directly through our lot so they could access our neighbors' lot without requesting permission from us first. When confronted, the Ryan Homes warranty manager admitted their mistake (the property line was clearly marked by blue tape), but refused to work with us to reach a satisfactory agreement to address the damaged property. They continued to trespass on our property for days, bringing large equipment, including a backhoe, back and forth across our property, despite multiple verbal and written requests to cease. Now the project is finished and Ryan Homes has done nothing to repair the damage they caused or compensate us for the destruction of our property.

  Business response

  05/30/2023

  Good Morning, 

  Thank you for bringing this matter to your attention.  There was a dispute with how a vendor of ours accessed an adjacent property through the rear of the ********* property.  This occurred on April 25th.  Our Division Manager personally spoke with the consumer to apologize.  ****************** asked for monetary compensation which we politely declined.  At that point we offered to repair any and all damage done to the consumer's property ****************** refused this offer from us.  Subsequently he reached out last Wednesday (May 24th) to ask us to come back and complete the repairs we offered to make back in April.  We have agreed and our Warranty Manager has a meeting scheduled for this week to coordinate the work with the consumer, see attached. 

  Based on this information, we believe we have acted appropriately in responding to ********************** concerns and consider this matter to be closed.

  Customer response

  06/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***************************
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩